People & Culture Operations Representative

What you will do

Job Summary

The HR Operations Representative delivers front-line HR service while driving operational excellence across the employee lifecycle. This role operates through a dual lens: providing high-quality HR contact center support (50%) and advancing process improvement, automation, and employee experience initiatives (50%).

In addition to serving as first-line contact for employees, managers, and People & Culture Partners, this position partners closely with the People Experience Solutions team to identify trends, optimize processes, and contribute to digital and employee experience enhancements. The role is critical in bridging service delivery with continuous improvement to ensure scalable, efficient, and employee-centric HR operations. 

HR Contact Center Support (Approximately 50%)

• Serve as a first point of contact for employees and managers via phone, email, and case-management tools; triage requests and provide accurate, policy-aligned guidance.
• Open, document, and manage cases with clear, complete notes; track progress through resolution and communicate updates to stakeholders.
• Complete assigned steps within employee lifecycle workflows, ensuring system updates, documentation, and follow-up actions are accurate and timely.
• Escalate complex, sensitive, or high-risk issues to appropriate partners while maintaining ownership of communication through resolution.
• Meet established service levels and adhere to documentation, data accuracy, and compliance standards.
• Support onboarding, benefits inquiries, Form I-9 completion, and offboarding processes.
• Provide day-one orientation support and employee guidance as needed.
• Maintain compliance with privacy, security, and data handling standards.

HR Operational Excellence & Continuous Improvement (Approximately 50%)

• Identify trends, recurring issues, and process gaps through case data and frontline interactions; translate insights into actionable improvement opportunities.
• Partner with the People Experience Solutions team to design and implement process enhancements, automation, and digital solutions that improve efficiency and employee experience.
• Document current-state workflows and contribute to process mapping, standardization, and optimization efforts.
• Participate in continuous improvement initiatives (e.g., root cause analysis, kaizen events, service optimization projects).
• Support testing, validation, and implementation of system enhancements, knowledge articles, and self-service capabilities.
• Contribute to the development and maintenance of knowledge management content, ensuring accuracy and usability.
• Leverage AI-enabled tools and insights to improve case resolution, reduce cycle time, and enhance service quality.
• Act as a feedback loop between employees, HR partners, and digital teams to continuously refine the employee experience.

Who are you?

Required Qualifications

• Strong analytical mindset with the ability to interpret service data, identify trends, and recommend process improvements.
• Experience contributing to process improvement, operational efficiency, or continuous improvement initiatives.
• Ability to balance transactional execution with strategic thinking and innovation.
• Superior customer service mindset.

Preferred Qualifications

• 5+ years of experience in HR shared services and bachelor’s degree in Human Resources, Business Administration, or a related field preferred.
• Experience partnering with HR technology, digital experience, or People Experience teams to deliver enhancements.
• Hands-on experience with process improvement methodologies (e.g., Lean, Six Sigma, Kaizen, or similar).
• Experience supporting digital transformation, self-service enablement, or automation initiatives within HR.
• HR certification preferred (e.g., PHR, SHRM-CP, or equivalent).

Skills and Competencies

• Continuous improvement mindset with a passion for simplifying processes and enhancing employee experience.
•  Ability to connect frontline service insights to broader operational improvements.
• Strong problem-solving skills with experience in root cause analysis and solution design.
• Collaboration skills to partner effectively across HR Operations, People Experience Solutions, and technology teams.
• Balance of customer service orientation and process optimization thinking.

Ready for the next move?